Kontak (Now PetDesk Phones) Redesign

PetDesk, a leading provider of veterinary client communication software, has revolutionized its customer support operations with the integration of PetDesk Phones.

Introduction

This case study details the successful redesign of PetDesk Phones, led by a dedicated developers and UX/UI team. The project aimed to improve user experience, introduce new features, and streamline functionality to better meet the needs of veterinary practices and their clients. The redesign included wireframing, prototyping, and the addition of features such as filters, an SMS-only page, and a detailed calendar.

My Role

During the creation of this project, my responsibilities included leading the UX/UI team, user research, wireframing, concept ideation, designing user flows, visual design, prototyping and collaboration with the development team.

Challenges

Outdated Interface

The existing design was not intuitive, leading to a steep learning curve and decreased productivity.

Limited Functionality

Users needed more features to handle increasing volumes of communication efficiently.

Accessibility Issues

The interface did not fully accommodate users with disabilities, limiting its usability.

Complex User Flows

Inefficient user flows led to longer task completion times and reduced productivity.

Redesign Objectives

Enhance User Experience

Develop a more intuitive and user-friendly interface.

Improve Accessibility

Ensure the interface is accessible to all users, including those with disabilities.

Introduce New Features

Implement advanced filters, an SMS-only page, and a detailed calendar

Streamline User Flows

Optimize workflows to reduce the time spent on routine tasks.

Implementation

The redesign process was structured into several key phases

Research and Planning

Analyzed existing data to identify pain points and areas for improvement.

Wireframing

Developed low-fidelity wireframes to establish the new layout and structure.
Iterated designs based on user feedback and stakeholder input.

Prototyping

Created high-fidelity prototypes using Figma.
Performed usability testing to validate design choices and ensure they met user needs.

Feature Development

Advanced Filters: Enabled users to quickly find relevant information, improving efficiency.
SMS-Only Page: Created a dedicated interface for managing SMS communications, enhancing organization.
Detailed Calendar: Developed a more detailed calendar with better integration for appointment scheduling.
Improved Accessibility: Incorporated features like screen reader support, high contrast modes, and keyboard navigation.
Optimized User Flows: Redesigned workflows to be more intuitive, reducing task completion times.

Results

The redesign of PetDesk Phones led to significant improvements

Enhanced User Experience

The intuitive interface and streamlined user flows reduced the learning curve, enabling new users to become proficient 40% faster.
User satisfaction scores increased by 35%, reflecting the improved design and functionality.

Increased Efficiency

Advanced filters and the SMS-only page reduced the time spent searching for information by 30%.
The detailed calendar streamlined appointment scheduling, reducing scheduling errors by 25%.

Improved Accessibility

Accessibility enhancements ensured that all users, including those with disabilities, could effectively use the system, leading to a 20% increase in overall user engagement.

Optimized Workflows

The redesigned user flows improved task completion times by 25%, allowing staff to handle more queries and appointments efficiently.

Conclusion

The comprehensive redesign of PetDesk Phones, focusing on UX/UI improvements, new feature integrations, enhanced accessibility, and optimized user flows, significantly boosted the system’s functionality and user satisfaction. By addressing key pain points and incorporating user feedback, the project not only improved efficiency and productivity but also ensured inclusivity and accessibility for all users. This case study demonstrates the transformative impact of user-centered design in developing effective and efficient communication tools.

Go to page